USB Keyboard not recognized during Windows Error Recovery on Dell Optiplex 755 systems

Technical Articles ID: KB73819
Last Modified: 2023-04-28 11:13:58 Etc/GMT

Environment

Drive Encryption (DE) 7.1.x

Dell Optiplex 755

For details of DE 7.1.x supported environments, see KB79422 - Supported platforms for Drive Encryption 7.x.

Problem

Dell Optiplex 755 systems fail to recognize a USB Keyboard or Mouse when the Always enable pre-boot USB support option is selected under Product Settings, Boot Options with DE.

This issue occurs after the client system hasn't been shut down properly, or has incurred a system crash (blue screen).

On the subsequent restart and after preboot authentication, the keyboard isn't recognized during the Windows Error Recovery dialog. In this scenario, the client only continues after the Windows Error Recovery timeout, which is 30 seconds by default, has ended.

Cause

The enhanced USB hand-off and hand-back feature aren't available in the system BIOS.

Solution

For this model, deselect Always enable pre-boot USB support under Product Settings, Boot Options.

Workaround

Perform an emergency boot, or use the DE recovery feature to get to the operating system.

For details, see KB71868 - How to perform an emergency boot with the Drive Encryption DETech Standalone boot disk.

Affected Products

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Knowledge Center

USB Keyboard not recognized during Windows Error Recovery on Dell Optiplex 755 systems

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Title

Title

Knowledge Center

USB Keyboard not recognized during Windows Error Recovery on Dell Optiplex 755 systems

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

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